Case Study: McKinley Elevator Corporation achieves 88% first-time fix and proactive IoT-driven uptime with PTC and ServiceMax Connected Field Service

McKinley Elevator Uses PTC and ServiceMax Software to Compete With Bigger Firms

McKinley Elevator Corporation, a regional provider of residential elevators and accessibility lifts across California, Nevada, and Arizona, faced the risk of commoditization and downward price pressure because competitors sold similar products. CFO Kevin Rusin sought a differentiator by using sensors and IoT to detect failing parts and deliver proactive, uptime-focused service, but McKinley’s in‑house prototype couldn’t scale to meet a large customer’s rollout needs; the company turned to ServiceMax and PTC for a market-ready solution.

PTC worked with ServiceMax to integrate PTC’s ThingWorx IoT platform into ServiceMax’s field service application, creating the Connected Field Service (CFS) offering that enables remote, predictive, and proactive maintenance and 90‑day turnkey deployments. The PTC‑enabled solution has given McKinley greater asset visibility, improved first‑time fix rates to 88% (vs. an industry average of ~60%) with expectations in the mid‑90s, better parts forecasting and faster diagnostics, and shifted customer conversations from price to uptime and safety.

McKinley Elevator Corporation

Kevin Rusin

CFO